Tuesday, 24 April 2012 09:57
The review includes new industry standards for business sales by energy brokers.
E.ON (PINK:EONGY) has announced a series of improvements for its small and medium business customers, including new industry standards for business sales by energy brokers and a customer panel to reflect the views of business. The changes form part of the company's Reset Review which was launched in January to examine every aspect of its relationship with its customers.
Tony Cocker, Chief Executive of E.ON UK, said: "One of our key aims continues to be the improvement of sales standards for small business customers across the entire industry, which is why we’re launching a full code of practice for business energy brokers and will be approaching other energy suppliers to invite them to sign up to this single code too."
Reset Review update on initiatives for small businesses
Changes that have been made within the first three months of the Reset Review as well as new measures to be implemented over the coming weeks and months include:
New Code of Practice
Over 50% of all small businesses use a broker to switch energy supplier but there are currently no minimum standards in place to protect small businesses throughout the sales process. To improve sales standards across the industry E.ON is launching a full Code of Practice for SME business energy brokers which sets out the standards it expects them to adhere to when selling to customers and hopes that other energy firms will adopt this single independent set of principles.
The code will ensure the product offered is appropriate to the needs of the customer and make the entire sales process a more transparent and positive experience. The energy supplier will be working with all of its SME business energy brokers/consultants to implement the set of principles as part of their sales processes and intends to operate these principles as standard from 31 July.
Improved billing standards
In the small number of cases where this is necessary, E.ON will not back bill SME customers over three years and aims to reduce this to one year by the end of 2013.
Fairer debt repayment
Where a SME customer gets into debt, E.ON gets in touch with the customer earlier to discuss their circumstances, ability to pay and set up a realistic repayment plan.
The energy company has assisted 550 by fitting pay-as-you-go smart meter and intends to install a further 2,500 pay-as-you-go smart meters in businesses by the end of 2012.
Better Direct Debit policy
Small and medium business customers joining E.ON and paying by fixed Direct Debit will have their payments reviewed regularly to ensure that their account balance is at zero on their anniversary of joining the company, rather than in spring.
The energy supplier will be working to enhance communication to its SME business customers as they near the end of their contract period to help them make more informed decisions.
The company will be looking to change its bill format and working with customers over the coming months to design a new, clearer bill format for SME businesses.
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